Supported Features
Data integration
The following systems are integrated in this release:
- Webex Contact Center
- Webex Calling
note
Licenses for the integrated systems are required to load data from there as well as the corresponding service subscriptions for CCBI.
Data Models
The following data categories (measure groups) are included in this release:
Webex Contact Center
- Inbound / Inbound (current) for Real Time
- Inbound Contacts
- Inbound Buckets
- Inbound SLT Scenarios
- Outbound
- Outdial
- Agent State Activity / Agent Queue States (current) and Agent States (current) for Real Time
- Callbacks
- Auto CSAT
Webex Calling
- Call Summary (Incoming)
- User Calls (Inbound & Outdial)
- Auto Attendant Calls
- Hunt Group Calls
Reporting Features
- Multiple time zone support
- Dynamic row level security (RLS) for "my own", by "department" or "user profile"
- Custom dimensions for up to 10 global variables
- Service level reporting for 10+ threshold scenarios and 3 different calculations
- Answered and abandoned distribution for 10+ wait time buckets
- Idle code reporting
- Wrapup code reporting
- Call detail reports by customer
- Last year comparison
- Agent comparison
- Transfer Destination reporting
- Outdial and Outbound reporting
- Callback reporting
- Intraday Reporting for Supervisor and Agents
- Task Real Time reporting (10 sec. refresh)
- Agents State Real Time reporting (10 sec. refresh)
- Agent State Real Time by queue reporting (10 sec. refresh)
- Hunt Group Analytics
- Auto Attendant Analytics
- PhoneNumber categorization and localization (mapping table) for Calling
- Data and service monitoring reporting
Reports
There are 50+ reports bundled and available for Managers, Supervisors, Users (Agents) and Data analysts in this release.
Refer to the section "Reports" to see the list of all available reports.
note
Mobile layouts for Power BI mobile app available for most of the reports